Ordered prescription glasses which arrived bent. I suspect this is from incorrect lens installation by Alensa, as I've never experienced this problem before with ordering prescription glasses. Alensa asked for them to be returned to them, which tracking shows they received within 2 days of me sending back. Alensa then told me it would take up to 25 days to process a repair, which, since the glasses I ordered were to replace broken glasses, is a very long time to go without seeing properly (this is in addition to the 13 days it took Alensa to send me the glasses initially). I asked Alensa to process a refund instead so I could order the glasses from another supplier who would take less than 25 days to get me, which they agreed to do- in full. I then got an email from them to say that they will not refund the prescription lenses part of the order, only the frames. I'm now down the cost of prescription lenses due to no fault of my own, as well as a lot of time without any glasses. Note that Alensa are based in Czechia which apparently adds a lot of delay to any customer service help that you need. Additionally, their support reps have often taken multiple days to reply to my emails, as well as ignoring me completely on occasion. As mentioned already, they changed their mind on refunding the glasses- despite two of their support reps saying I'd get a refund in full. I'm sure Alensa will reply to this saying that customised prescription lenses are not refundable- but since the goods were faulty they should be refunded in full, not just the frames. It's really bad customer service and I would recommend against using Alensa for any prescription glasses, they are not a professional company.